Akshay Mishra

Akshay Mishra Phone: (M) - E-mail:- Seeking Leadership assignments in Operations’ Management / Client servicing with a growth oriented organization. Professional Profile A dynamic professional with over 10 years of experience in Client Servicing, Operations’ Management, Sales Force & Team Management in the Service Industry. Last worked with Ginnie Artificial Intelligence Pvt. Ltd. as a Team Manager (Technical Sales-Europe & US). Demonstrated abilities in cementing healthy relationship with the clients and rendering viable solutions to them for achieving maximum Customer Satisfaction Index. Excellent communication & interpersonal skills with documented record of delivering quality services based on the defined norms. Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals. Proven abilities in customer relationship management & Team Management. Core Competencies Operations’ Management Coordinating integration with support functions viz. Quality, Training, Technology, HR and Compliance. Providing Cross Training to Process Associates to handle High Volume Situations, reduce Idle Time and increase efficiency. Ensuring Productivity-Capacity Based Turn Around Time (TAT) through Time studies & Capacity Planning and Accuracy Base-Lining. Team Management Managing Team functions viz. work force planning, recruitment, performance appraisal, etc. Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets. Conducting training sessions to boost the technical and soft skills of the associates Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members. Client Servicing Ensuring delivery of value added services to clients by listening to customer queries & issues & resolving their complaints on performance bottlenecks. Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on the same Rendering viable solutions to the clients; providing first & second line customer support by answering queries & resolving their issues Organizational Experience May 2020-May 2021 with Ginnie Artificial Intelligence Pvt. Ltd. as Team Manager (Technical Sales-Europe & USA) Aug 2015-Apr 2019 with Database Infotech Services Pvt. Ltd. as a Business Development Manager-UK Sales. Aug 2015-Apr 2017 with Database Infotech Services Pvt. Ltd. as a Sr.Technical Sales Officer(UK) Apr 2010-May 2011 with CRM Digital Synergies as a Business Development Manager (USA) Mar 2009-Apr 2010 with CRM Digital Synergies as a Sr. Sales Officer (USA, UK, Canada) Mar 2008-Mar 2009 with Sparsh India Services Pvt. Ltd. in Barclays Bank Process as a Team Manager-Client Services(PAN India) Dec 2005-Feb 2008 with CONVERGYS INDIA PVT.LTD in a U.K. process as a Sr. Customer Care Executive. May 2004-Dec 2005 with IBM Daksh in a U.S. process, as a Customer Care Officer. Responsibilities and achievements Providing Cross Training to Process Associates to handle High Volume Situations and reduce Idle Time Analyzing customer disputes & resolving them. Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets. Conducting training sessions to boost the technical and soft skills of the associates. Analysis of sales (customer feedback metrics) results and rendering individual & team wise feedback through case study, interactive capsules and sampling of cases and maintaining a database of defects for the entire directorate. Played a key role in E-SAT group monitors & internal employee satisfaction. Obtaining and evaluating the customer / service establishment’s responses for providing resolution to the dispute based on research and company policies. Proved instrumental in preparing quality update capsules for the team, which included constant dip checks on the process improvements and new updates. Handling escalated calls. Providing online and offline support to customers globally. Resolving customer queries regarding the products. Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on the same. Three times ‘Quarterly Star’ for maintaining the customer satisfaction index scores & quality scores. Strengths Proven strength in problem solving, coordination and analysis. Regular studying of books & surfing the web to improve my working skills and speed up my work performance. Strong communication, interpersonal, learning and organizing skills matched with the ability to manage stress and time effectively. Ability to manage change with ease. Experience in working smartly for completion of work within time limits. Highly motivated with the ability to work hard & effectively in a team Technical qualifications Proficient in Microsoft Excel, Word and Power point. Trainings Attended Others 1 Month Course on Group Discussions, Presentations, Team Building and Management. 30 days training on U.K. Culture & their Life Style. 30 days training on U.S. Culture & their Life Style. 30 days training on Australian Culture & their Life Style. 30 days training on Canadian Culture & their Life Style. TLDP- Team Leader Development Program. Personal Details Date of Birth : 3rd May 1987 Residential Address:213, Kewal Kunj Apartments Sector 13, Rohini, New Delhi-110085